Customer Service Agent (Non-Voice): Spanish

TL;DR

Customer Service Agent (Non-Voice, Spanish): Handling high volumes of customer comments, reviews, and interactions across digital platforms including social media, chat, email, and app stores, with an accent on empathetic responses, brand voice protection, and sensitive feedback management. Focus on monitoring trends, moderating content, analyzing feedback, and escalating issues while maintaining community safety and alignment with brand guidelines.

Lisbon, Portugal | 100% Remote | Global team

Company

Fast-growing company providing customer service, social media management, and community support for brands worldwide, embracing diversity and continuous learning in a global team environment.

What you will do

• Monitor and respond to customer reviews, comments, mentions across platforms with brand-appropriate tone and context awareness.
• Engage potential customers via public responses, chat, email, DMs, and app store reviews.
• Identify trends, issues in communications (text, memes, media) and share with team, staying updated on social lingo.
• Moderate reviews and comments on apps/platforms per brand guidelines and policies.
• Analyze feedback for moderation/escalation decisions and work with client on safe communities.
• Maintain communication with manager and contribute to quality across shifts.

Requirements

• Fluent in English & Portuguese, both written and oral
• High School Diploma or equivalent
• Personal PC/laptop with webcam and stable internet in good home environment
• 2+ years in social care, community management, CX support, or digital customer service
• Strong verbal/writing skills (friendly, clear, socially native)
• Knowledge/interest in social media platforms; calm under pressure, organized, accountable
• Ability to work 8-hour rotating shifts

Nice to have

• Spanish fluency B1+
• Familiarity with creative/technical digital products (design, photo/video editing, productivity, generative AI)
• Experience with CRM or social tools (Sprout, Sprinklr)
• Supporting subscription-based or SaaS products
• Content moderation experience across social platforms

Culture & Benefits

• 100% remote work with global, diverse team fostering collaboration and support
• Continuous learning and career growth opportunities
• Competitive compensation based on location market rates
• Work with innovative brands in welcoming environment valuing feedback